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I was able to pull out the account. How may I help you with this? I see mobile services. Okay. May I have your question in reference to this? Mhmm. Mhmm. Mhmm. I understand. Mhmm. So this is your landline VoIP services. Right? Okay. Mhmm. Okay. So may I have your name, please? I'm sorry. Your first name? To who am I speaking with? Wilfred. Okay. Thank you so much, Wilfred. Nice to have you on the line. So I just wanted to sum up. What you are needing to do is you have to rearrange the options for your call forwarding setup from your VoIP or landline services, which is the 1800. Okay. I got it. And then what you are calling us to check if it's doable on your end or on our end? Mhmm. Mm-mm. Okay. And then how many setup numbers she provided, if I may ask? In that way, I can just follow-up with that colleague. Option one. Option two. So replace to your new number. Okay. And have you already provided this new number to be put into option 1 and option 2? Okay. I'm taking notes just to make sure. It will be communicated to our tech team and check if they if it's doable on their end. Alright? One moment here. Okay. May I have the phone number for option 1? Mhmm. Okay. Thank you. And the for option two? Mhmm. Sure. So for option 1043229943 7. For option 20434 220884. Okay. Thank you. So we'll go ahead and communicate this request and inquiries to our tech team. He's currently offline right now, but rest assured this will be forwarded to that person who handles this account. And then if there's any direct one moment here. Is this your direct phone number? Maybe this person needs to call you just to confirm everything will take into place or if necessary technical information needed. Okay. So 99 Billfred. Right? Okay. Thank you so much. And in case we got an update, we'll also give you a call. Okay? You're welcome. Talk to you soon. Have a good one. 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This is your account. How may I help you today? I'm good. Thanks for asking.\n\nHow may I help you? Mhmm. Mhmm. Oh, okay. I got it.\n\nLet me just pull out the account. You're in Belia. Okay. I was able to pull out the account. How may I help you with this?\n\nI see mobile services. Okay. May I have your question in reference to this? Mhmm. Mhmm.\n\nMhmm. I understand. Mhmm. So this is your landline VoIP services. Right?\n\nOkay. Mhmm. Okay. So may I have your name, please? I'm sorry.\n\nYour first name? To who am I speaking with? Wilfred. Okay. Thank you so much, Wilfred.\n\nNice to have you on the line. So I just wanted to sum up. What you are needing to do is you have to rearrange the options for your call forwarding setup from your VoIP or landline services, which is the 1800. Okay. I got it.\n\nAnd then what you are calling us to check if it's doable on your end or on our end? Mhmm. Mm-mm. Okay. And then how many setup numbers she provided, if I may ask?\n\nIn that way, I can just follow-up with that colleague. Option one. Option two. So replace to your new number. Okay.\n\nAnd have you already provided this new number to be put into option 1 and option 2? Okay. I'm taking notes just to make sure. It will be communicated to our tech team and check if they if it's doable on their end. Alright?\n\nOne moment here. Okay. May I have the phone number for option 1? Mhmm. Okay.\n\nThank you. And the for option two? Mhmm. Sure. So for option 1043229943 7.\n\nFor option 20434 220884. Okay. Thank you. So we'll go ahead and communicate this request and inquiries to our tech team. He's currently offline right now, but rest assured this will be forwarded to that person who handles this account.\n\nAnd then if there's any direct one moment here. Is this your direct phone number? Maybe this person needs to call you just to confirm everything will take into place or if necessary technical information needed. Okay. So 99 Billfred.\n\nRight? Okay. Thank you so much. And in case we got an update, we'll also give you a call. Okay?\n\nYou're welcome. Talk to you soon. Have a good one. Bye bye.","paragraphs":[{"sentences":[{"text":"Hi.","start":0.39999998,"end":0.71999997,"sentiment":"neutral","sentiment_score":0.19033114612102509},{"text":"This is your account.","start":0.71999997,"end":1.86,"sentiment":"neutral","sentiment_score":0.2531358599662781},{"text":"How may I help you today?","start":2.08,"end":3.46,"sentiment":"positive","sentiment_score":0.40827517211437225},{"text":"I'm good.","start":7.2,"end":7.8399997,"sentiment":"positive","sentiment_score":0.575077474117279},{"text":"Thanks for asking.","start":7.8399997,"end":8.8,"sentiment":"positive","sentiment_score":0.7026063601175944}],"sentiment":"positive","sentiment_score":0.431906227953732,"num_words":16,"start":0.39999998,"end":8.8},{"sentences":[{"text":"How may I help you?","start":8.8,"end":10.0199995,"sentiment":"positive","sentiment_score":0.3986450433731079},{"text":"Mhmm.","start":14.0,"end":14.5,"sentiment":"neutral","sentiment_score":0.007738036569207907},{"text":"Mhmm.","start":25.285,"end":25.525,"sentiment":"neutral","sentiment_score":0.010275267995893955},{"text":"Oh, okay.","start":25.525,"end":26.325,"sentiment":"neutral","sentiment_score":0.06740975938737392},{"text":"I got it.","start":26.325,"end":26.884998,"sentiment":"neutral","sentiment_score":0.09717314441998799}],"sentiment":"neutral","sentiment_score":0.20313145612211278,"num_words":12,"start":8.8,"end":26.884998},{"sentences":[{"text":"Let me just pull out the account.","start":26.884998,"end":28.824999,"sentiment":"neutral","sentiment_score":0.0700502624469144},{"text":"You're in Belia.","start":29.125,"end":30.025,"sentiment":"neutral","sentiment_score":0.07880588620901108},{"text":"Okay.","start":38.649998,"end":39.129997,"sentiment":"neutral","sentiment_score":0.17921128869056702},{"text":"I was able to pull out the account.","start":39.129997,"end":41.129997,"sentiment":"neutral","sentiment_score":0.23679080419242382},{"text":"How may I help you with this?","start":41.129997,"end":42.59,"sentiment":"neutral","sentiment_score":0.22402360609599523}],"sentiment":"neutral","sentiment_score":0.16801817156374454,"num_words":26,"start":26.884998,"end":42.59},{"sentences":[{"text":"I see mobile services.","start":42.89,"end":44.75,"sentiment":"neutral","sentiment_score":0.02198602817952633},{"text":"Okay.","start":56.565002,"end":57.065002,"sentiment":"neutral","sentiment_score":0.06853456050157547},{"text":"May I have your question in reference to this?","start":59.769997,"end":62.75,"sentiment":"neutral","sentiment_score":0.0026545005126131904},{"text":"Mhmm.","start":75.465,"end":75.965,"sentiment":"neutral","sentiment_score":-0.04728781431913376},{"text":"Mhmm.","start":87.909996,"end":88.409996,"sentiment":"neutral","sentiment_score":-0.05570783466100693}],"sentiment":"neutral","sentiment_score":0.004835845553316176,"num_words":16,"start":42.89,"end":88.409996},{"sentences":[{"text":"Mhmm.","start":100.604996,"end":100.924995,"sentiment":"neutral","sentiment_score":-0.0903366282582283},{"text":"I understand.","start":100.924995,"end":101.66499,"sentiment":"neutral","sentiment_score":-0.102595005184412},{"text":"Mhmm.","start":111.405,"end":111.905,"sentiment":"neutral","sentiment_score":-0.01605866849422455},{"text":"So this is your landline VoIP services.","start":115.96,"end":118.46,"sentiment":"neutral","sentiment_score":-0.0013391702835048942},{"text":"Right?","start":118.52,"end":119.02,"sentiment":"neutral","sentiment_score":0.012116394937038422}],"sentiment":"neutral","sentiment_score":-0.025736925347397726,"num_words":12,"start":100.604996,"end":119.02},{"sentences":[{"text":"Okay.","start":120.439995,"end":120.939995,"sentiment":"neutral","sentiment_score":-0.05027028918266296},{"text":"Mhmm.","start":131.815,"end":132.315,"sentiment":"neutral","sentiment_score":0.02212294191122055},{"text":"Okay.","start":144.39,"end":144.89,"sentiment":"neutral","sentiment_score":0.019272740930318832},{"text":"So may I have your name, please?","start":145.11,"end":146.63,"sentiment":"neutral","sentiment_score":0.0168566441695605},{"text":"I'm sorry.","start":146.63,"end":147.29001,"sentiment":"neutral","sentiment_score":-0.037909701466560364}],"sentiment":"neutral","sentiment_score":0.0027752083260565996,"num_words":12,"start":120.439995,"end":147.29001},{"sentences":[{"text":"Your first name?","start":147.91,"end":148.89,"sentiment":"neutral","sentiment_score":-0.03134823528428873},{"text":"To who am I speaking with?","start":151.67,"end":153.13,"sentiment":"neutral","sentiment_score":-0.02833259819696347},{"text":"Wilfred.","start":155.015,"end":155.515,"sentiment":"neutral","sentiment_score":0.02098766341805458},{"text":"Okay.","start":155.655,"end":156.05501,"sentiment":"neutral","sentiment_score":0.13156604766845703},{"text":"Thank you so much, Wilfred.","start":156.05501,"end":157.435,"sentiment":"positive","sentiment_score":0.6628053188323975}],"sentiment":"neutral","sentiment_score":0.20015875063836575,"num_words":16,"start":147.91,"end":157.435},{"sentences":[{"text":"Nice to have you on the line.","start":157.575,"end":158.695,"sentiment":"positive","sentiment_score":0.7305948904582432},{"text":"So I just wanted to sum up.","start":158.695,"end":160.695,"sentiment":"neutral","sentiment_score":0.17625222142253602},{"text":"What you are needing to do is you have to rearrange the options for your call forwarding setup from your VoIP or landline services, which is the 1800.","start":160.695,"end":177.12,"sentiment":"neutral","sentiment_score":0.05478044309919434},{"text":"Okay.","start":179.02,"end":179.52,"sentiment":"neutral","sentiment_score":0.07771100103855133},{"text":"I got it.","start":179.74,"end":180.38,"sentiment":"neutral","sentiment_score":0.0918644368648529}],"sentiment":"neutral","sentiment_score":0.1790236195994784,"num_words":46,"start":157.575,"end":180.38},{"sentences":[{"text":"And then what you are calling us to check if it's doable on your end or on our 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How are you, Sarah? I already called this morning to, yeah, one of your staff there, miss I think miss Michelle or Mary. I forgot her name. But my concern is from. Yeah. Yep. Uh-huh. Yes, dear. Okay. So yeah. So before we I'm trying to communicate with our admin if what they really want about the redirecting or the phone number forwarding. Yeah. So because we cannot do it manually on ourselves. So I talked to one of your staff there. They they said I have to provide the phone numbers. Oh, yes. Yeah. But I they talked to me again, so it's a different scenario again, a different problem to be solved. Because what they want yeah. Because what they want really is from our phone number, which is the 1800, I think I already provided a number here before. Yeah. The 1800. Yeah. So what they really want because, you know, for when when when you call a number, there's, like, an option also, like, 12, and 3, and 4, I think, 4. So they want that the phone number option 1 will be replaced for a different number and option 2. That will be doable? Or Bill Frank. Bill Frank. Yeah. Yes. Yes. Yes. Yep. But we talked to you one of your staff this morning, and then they said if we have to just to provide a number because at the moment, I think your system is not yet ready for us for us here to, you know, to manually change it from our own. So we have to give you to those numbers. Yeah. I think what the admin team just gave me is just the option one and the option two. They want it to be replaced from a new number so far. And option two. Yeah. Yes, please. Not yet. Not yet. So I have already my number here so I can get provide it to Okay. The option one is 0432 Mhmm. 299437. It's 0434 220884. Can you please repeat it for me? Yes. Yes. Mhmm. Yeah. Yeah. Yep. Yes. Yes. Yes. Yeah. Yes. Yes. Okay. Thank you so much. 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How are you, Sarah? I already called this morning to, yeah, one of your staff there, miss I think miss Michelle or Mary. I forgot her name. But my concern is from.\n\nYeah. Yep. Uh-huh. Yes, dear. Okay.\n\nSo yeah. So before we I'm trying to communicate with our admin if what they really want about the redirecting or the phone number forwarding. Yeah. So because we cannot do it manually on ourselves. So I talked to one of your staff there.\n\nThey they said I have to provide the phone numbers. Oh, yes. Yeah. But I they talked to me again, so it's a different scenario again, a different problem to be solved. Because what they want yeah.\n\nBecause what they want really is from our phone number, which is the 1800, I think I already provided a number here before. Yeah. The 1800. Yeah. So what they really want because, you know, for when when when you call a number, there's, like, an option also, like, 12, and 3, and 4, I think, 4.\n\nSo they want that the phone number option 1 will be replaced for a different number and option 2. That will be doable? Or Bill Frank. Bill Frank. Yeah.\n\nYes. Yes. Yes. Yep. But we talked to you one of your staff this morning, and then they said if we have to just to provide a number because at the moment, I think your system is not yet ready for us for us here to, you know, to manually change it from our own.\n\nSo we have to give you to those numbers. Yeah. I think what the admin team just gave me is just the option one and the option two. They want it to be replaced from a new number so far. And option two.\n\nYeah. Yes, please. Not yet. Not yet. So I have already my number here so I can get provide it to Okay.\n\nThe option one is 0432 Mhmm. 299437. It's 0434 220884. Can you please repeat it for me? Yes.\n\nYes. Mhmm. Yeah. Yeah. Yep.\n\nYes. Yes. Yes. Yeah. Yes.\n\nYes. Okay. Thank you so much. Thank you so much, Shannon.","paragraphs":[{"sentences":[{"text":"I'm good.","start":5.2,"end":5.68,"sentiment":"positive","sentiment_score":0.5334895849227905},{"text":"How are you, Sarah?","start":5.68,"end":6.8199997,"sentiment":"positive","sentiment_score":0.40519337356090546},{"text":"I already called this morning to, yeah, one of your staff there, miss I think miss Michelle or Mary.","start":11.04,"end":19.095001,"sentiment":"neutral","sentiment_score":-0.02080435354850794},{"text":"I forgot her name.","start":19.095001,"end":20.215,"sentiment":"neutral","sentiment_score":-0.14938394911587238},{"text":"But my concern is 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because at the moment, I think your system is not yet ready for us for us here to, you know, to manually change it from our own.","start":189.45,"end":204.325,"sentiment":"neutral","sentiment_score":-0.17647854457883275}],"sentiment":"neutral","sentiment_score":-0.16064652475443753,"num_words":55,"start":177.27501,"end":204.325},{"sentences":[{"text":"So we have to give you to those numbers.","start":204.625,"end":206.805,"sentiment":"neutral","sentiment_score":-0.0901891365647316},{"text":"Yeah.","start":207.265,"end":207.765,"sentiment":"neutral","sentiment_score":-0.002108395099639893},{"text":"I think what the admin team just gave me is just the option one and the option two.","start":218.48,"end":225.00499,"sentiment":"neutral","sentiment_score":0.030551209011011653},{"text":"They want it to be replaced from a new number so far.","start":225.22499,"end":229.56499,"sentiment":"neutral","sentiment_score":0.006625062475601832},{"text":"And option two.","start":232.025,"end":233.165,"sentiment":"neutral","sentiment_score":0.025484519079327583}],"sentiment":"neutral","sentiment_score":-0.002510105931135111,"num_words":43,"start":204.625,"end":233.165},{"sentences":[{"text":"Yeah.","start":233.305,"end":233.7,"sentiment":"neutral","sentiment_score":0.07092161476612091},{"text":"Yes, please.","start":236.73999,"end":237.56,"sentiment":"neutral","sentiment_score":0.18105938285589218},{"text":"Not yet.","start":247.05501,"end":247.375,"sentiment":"neutral","sentiment_score":-0.0539828147739172},{"text":"Not yet.","start":247.375,"end":247.77501,"sentiment":"neutral","sentiment_score":-0.06211048364639282},{"text":"So I have already my number here so I can get provide it to Okay.","start":247.77501,"end":271.31,"sentiment":"neutral","sentiment_score":0.008129868408044178}],"sentiment":"neutral","sentiment_score":0.014672809534452179,"num_words":22,"start":233.305,"end":271.31},{"sentences":[{"text":"The option one is 0432 Mhmm.","start":271.31,"end":276.435,"sentiment":"neutral","sentiment_score":0.011437251853446165},{"text":"299437.","start":276.475,"end":280.495,"sentiment":"neutral","sentiment_score":0.013271336443722248},{"text":"It's 0434 220884.","start":285.195,"end":294.4,"sentiment":"neutral","sentiment_score":0.021241485451658566},{"text":"Can you please repeat it for me?","start":294.4,"end":296.34,"sentiment":"neutral","sentiment_score":0.034748945119125504},{"text":"Yes.","start":302.655,"end":303.155,"sentiment":"neutral","sentiment_score":0.02300356514751911}],"sentiment":"neutral","sentiment_score":0.0228814158278207,"num_words":18,"start":271.31,"end":303.155},{"sentences":[{"text":"Yes.","start":308.6625,"end":309.1625,"sentiment":"neutral","sentiment_score":0.022142425179481503},{"text":"Mhmm.","start":321.31003,"end":321.81003,"sentiment":"neutral","sentiment_score":0.009443690069019794},{"text":"Yeah.","start":341.065,"end":341.305,"sentiment":"neutral","sentiment_score":0.023217443376779556},{"text":"Yeah.","start":341.305,"end":341.73,"sentiment":"neutral","sentiment_score":0.1028675138950348},{"text":"Yep.","start":343.09,"end":343.59,"sentiment":"neutral","sentiment_score":0.10503493249416351}],"sentiment":"neutral","sentiment_score":0.05254120100289583,"num_words":5,"start":308.6625,"end":343.59},{"sentences":[{"text":"Yes.","start":344.61002,"end":344.93002,"sentiment":"neutral","sentiment_score":0.04458615183830261},{"text":"Yes.","start":344.93002,"end":345.25,"sentiment":"neutral","sentiment_score":0.03289007395505905},{"text":"Yes.","start":345.25,"end":345.75,"sentiment":"neutral","sentiment_score":0.037754617631435394},{"text":"Yeah.","start":348.77002,"end":349.27002,"sentiment":"neutral","sentiment_score":0.019447971135377884},{"text":"Yes.","start":350.37,"end":350.87,"sentiment":"neutral","sentiment_score":0.0723312497138977}],"sentiment":"neutral","sentiment_score":0.04140201285481453,"num_words":5,"start":344.61002,"end":350.87},{"sentences":[{"text":"Yes.","start":354.29,"end":354.675,"sentiment":"neutral","sentiment_score":0.13660091161727905},{"text":"Okay.","start":362.435,"end":362.935,"sentiment":"neutral","sentiment_score":0.21846051514148712},{"text":"Thank you so much.","start":362.995,"end":363.99295,"sentiment":"positive","sentiment_score":0.8099159449338913},{"text":"Thank you so much, Shannon.","start":365.43295,"end":366.57294,"sentiment":"positive","sentiment_score":0.8019964456558227}],"sentiment":"positive","sentiment_score":0.6913370395248587,"num_words":11,"start":354.29,"end":366.57294}]}}]}],"paragraphs":{"transcript":"\nChannel 0: Hi. This is your account. How may I help you today?\n\nChannel 1: I'm good. How are you, Sarah?\n\nChannel 0: I'm good. Thanks for asking. How may I help you?\n\nChannel 1: I already called this morning to,\n\nChannel 0: Mhmm.\n\nChannel 1: yeah, one of your staff there, miss I think miss Michelle or Mary. I forgot her name. But my concern is from. Yeah.\n\nChannel 0: Mhmm. Oh, okay. I got it. Let me just pull out the account. You're in Belia.\n\nOkay. I was able to pull out the account. How may I help you with this? I\n\nChannel 1: Yep.\n\nChannel 0: see mobile services.\n\nChannel 1: Uh-huh. Yes, dear.\n\nChannel 0: Okay. May\n\nChannel 1: Okay.\n\nChannel 0: I have your question in reference\n\nChannel 1: So\n\nChannel 0: to this?\n\nChannel 1: yeah. So before we I'm trying to communicate with our admin if what they really want about the redirecting or the phone number forwarding.\n\nChannel 0: Mhmm.\n\nChannel 1: Yeah. So because we cannot do it manually on ourselves. So I talked to one of your staff there. They they said I have to provide the phone numbers.\n\nChannel 0: Mhmm.\n\nChannel 1: Oh, yes. Yeah. But I they talked to me again, so it's a different scenario again, a different problem to be solved. Because\n\nChannel 0: Mhmm. I\n\nChannel 1: what\n\nChannel 0: understand.\n\nChannel 1: they want yeah. Because what they want really is from our phone number, which is the 1800, I think I already provided a number here before. Yeah.\n\nChannel 0: Mhmm.\n\nChannel 1: The 1800.\n\nChannel 0: So this is your landline VoIP services. Right?\n\nChannel 1: Yeah.\n\nChannel 0: Okay.\n\nChannel 1: So what they really want because, you know, for when when when you call a number, there's, like, an option also, like, 12, and 3, and 4,\n\nChannel 0: Mhmm.\n\nChannel 1: I think, 4. So they want that the phone number option 1 will be replaced for a different number and option 2. That will be doable? Or\n\nChannel 0: Okay. So may I have your name, please? I'm sorry. Your first name? To who am I speaking with?\n\nChannel 1: Bill Frank. Bill Frank.\n\nChannel 0: Wilfred. Okay. Thank you so much, Wilfred. Nice to have you on the line. So I just wanted to sum up.\n\nWhat you are needing to do is you have to rearrange the options for your call forwarding setup from your VoIP or landline services, which is\n\nChannel 1: Yeah.\n\nChannel 0: the 1800.\n\nChannel 1: Yes. Yes. Yes.\n\nChannel 0: Okay. I got it. And then what you are calling us to check if it's doable on your end or on our end?\n\nChannel 1: Yep. But we talked to you one of your staff this morning,\n\nChannel 0: Mhmm.\n\nChannel 1: and then they said if we have to just to provide a number because at the moment, I think your system is not yet ready for us for us here to, you know, to manually change it from our own. So we\n\nChannel 0: Mm-mm.\n\nChannel 1: have to give you to those numbers. Yeah.\n\nChannel 0: Okay. And then how many setup numbers she provided, if I may ask? In that way, I can just follow-up with that colleague.\n\nChannel 1: I think what the admin team just gave me is just the option one and the option two. They want it to be replaced from a new number so far.\n\nChannel 0: Option one. Option\n\nChannel 1: And option\n\nChannel 0: two.\n\nChannel 1: two.\n\nChannel 0: So\n\nChannel 1: Yeah.\n\nChannel 0: replace to your new number.\n\nChannel 1: Yes, please.\n\nChannel 0: Okay. And have you already provided this new number to be put into option 1 and option 2?\n\nChannel 1: Not yet. Not yet. So I have already my number here so I can get provide it to\n\nChannel 0: Okay. I'm taking notes just to make sure. It will be communicated to our tech team and check if they if it's doable on their end. Alright? One moment here.\n\nOkay. May I have the phone number for option 1?\n\nChannel 1: Okay. The option one is 0432\n\nChannel 0: Mhmm.\n\nChannel 1: Mhmm. 299437.\n\nChannel 0: Okay. Thank you. And the for option two?\n\nChannel 1: It's 0434\n\nChannel 0: Mhmm.\n\nChannel 1: 220884. Can you please repeat it for me?\n\nChannel 0: Sure. So for option 1043229943\n\nChannel 1: Yes.\n\nChannel 0: 7. For option 20434\n\nChannel 1: Yes.\n\nChannel 0: 220884. Okay. Thank you. So we'll go ahead and communicate this request and inquiries to our tech team.\n\nChannel 1: Mhmm.\n\nChannel 0: He's currently offline right now, but rest assured this will be forwarded to that person who handles this account. And then if there's any direct one moment here. Is this your direct phone number? Maybe this person needs to call you just to\n\nChannel 1: Yeah.\n\nChannel 0: confirm\n\nChannel 1: Yeah.\n\nChannel 0: everything will\n\nChannel 1: Yep.\n\nChannel 0: take into place\n\nChannel 1: Yes.\n\nChannel 0: or\n\nChannel 1: Yes. Yes.\n\nChannel 0: if necessary technical information\n\nChannel 1: Yeah.\n\nChannel 0: needed.\n\nChannel 1: Yes.\n\nChannel 0: Okay. So 99 Billfred. Right?\n\nChannel 1: Yes.\n\nChannel 0: Okay. Thank you so much. And in case we got an update, we'll also give you a call. Okay?\n\nChannel 1: Okay. Thank you so much.\n\nChannel 0: You're welcome.\n\nChannel 1: Thank you so much,\n\nChannel 0: Talk\n\nChannel 1: Shannon.\n\nChannel 0: to you soon. Have a good one. Bye bye.","paragraphs":[{"sentences":[{"text":"Hi.","start":0.39999998,"end":0.71999997,"sentiment":"neutral","sentiment_score":0.19033114612102509},{"text":"This is your account.","start":0.71999997,"end":1.86,"sentiment":"neutral","sentiment_score":0.2531358599662781},{"text":"How may I help you today?","start":2.08,"end":3.46,"sentiment":"positive","sentiment_score":0.40827517211437225}],"sentiment":"neutral","sentiment_score":0.3320477835156701,"channel":0,"num_words":11,"start":0.39999998,"end":3.46},{"sentences":[{"text":"I'm good.","start":5.2,"end":5.68,"sentiment":"positive","sentiment_score":0.5334895849227905},{"text":"How are you, Sarah?","start":5.68,"end":6.8199997,"sentiment":"positive","sentiment_score":0.40519337356090546}],"sentiment":"positive","sentiment_score":0.4479587773482005,"channel":1,"num_words":6,"start":5.2,"end":6.8199997},{"sentences":[{"text":"I'm 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I think miss Michelle or Mary.","start":14.719999,"end":19.095001,"sentiment":"neutral","sentiment_score":-0.032934864839682214},{"text":"I forgot her name.","start":19.095001,"end":20.215,"sentiment":"neutral","sentiment_score":-0.14938394911587238},{"text":"But my concern is from.","start":20.215,"end":22.715,"sentiment":"neutral","sentiment_score":-0.12435156702995301},{"text":"Yeah.","start":22.935001,"end":23.435001,"sentiment":"neutral","sentiment_score":0.010338203981518744}],"sentiment":"neutral","sentiment_score":-0.07117863784989585,"channel":1,"num_words":23,"start":14.719999,"end":23.435001},{"sentences":[{"text":"Mhmm.","start":25.285,"end":25.525,"sentiment":"neutral","sentiment_score":0.010275267995893955},{"text":"Oh, okay.","start":25.525,"end":26.325,"sentiment":"neutral","sentiment_score":0.06740975938737392},{"text":"I got it.","start":26.325,"end":26.884998,"sentiment":"neutral","sentiment_score":0.09717314441998799},{"text":"Let me just pull out the 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this?","start":41.129997,"end":42.59,"sentiment":"neutral","sentiment_score":0.22402360609599523},{"text":"I","start":42.89,"end":43.129997,"sentiment":"neutral","sentiment_score":0.011217433959245682}],"sentiment":"neutral","sentiment_score":0.2148776705212453,"channel":0,"num_words":17,"start":38.649998,"end":43.129997},{"sentences":[{"text":"Yep.","start":43.129997,"end":43.545,"sentiment":"neutral","sentiment_score":0.02136174403131008}],"sentiment":"neutral","sentiment_score":0.02136174403131008,"channel":1,"num_words":1,"start":43.129997,"end":43.545},{"sentences":[{"text":"see mobile services.","start":43.129997,"end":44.75,"sentiment":"neutral","sentiment_score":0.025575559586286545}],"sentiment":"neutral","sentiment_score":0.025575559586286545,"channel":0,"num_words":3,"start":43.129997,"end":44.75},{"sentences":[{"text":"Uh-huh.","start":45.304996,"end":45.464996,"sentiment":"neutral","sentiment_score":0.02858947589993477},{"text":"Yes, 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want yeah.","start":101.275,"end":102.555,"sentiment":"neutral","sentiment_score":-0.1214796354373296},{"text":"Because what they want really is from our phone number, which is the 1800, I think I already provided a number here before.","start":102.555,"end":110.47,"sentiment":"neutral","sentiment_score":-0.07316781807204951},{"text":"Yeah.","start":110.77,"end":111.27,"sentiment":"neutral","sentiment_score":-0.01303757168352604}],"sentiment":"neutral","sentiment_score":-0.07630875161676495,"channel":1,"num_words":27,"start":101.275,"end":111.27},{"sentences":[{"text":"Mhmm.","start":111.405,"end":111.905,"sentiment":"neutral","sentiment_score":-0.01605866849422455}],"sentiment":"neutral","sentiment_score":-0.01605866849422455,"channel":0,"num_words":1,"start":111.405,"end":111.905},{"sentences":[{"text":"The 1800.","start":112.45,"end":113.59,"sentiment":"neutral","sentiment_score":-0.022298291325569153}],"sentiment":"neutral","sentiment_score":-0.022298291325569153,"channel":1,"num_words":2,"start":112.45,"end":113.59},{"sentences":[{"text":"So this is your landline VoIP 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99 Billfred.","start":351.835,"end":353.455,"sentiment":"neutral","sentiment_score":0.08102393647034963},{"text":"Right?","start":353.51498,"end":354.01498,"sentiment":"neutral","sentiment_score":0.08974997699260712}],"sentiment":"neutral","sentiment_score":0.08172315806150436,"channel":0,"num_words":5,"start":350.475,"end":354.01498},{"sentences":[{"text":"Yes.","start":354.29,"end":354.675,"sentiment":"neutral","sentiment_score":0.13660091161727905}],"sentiment":"neutral","sentiment_score":0.13660091161727905,"channel":1,"num_words":1,"start":354.29,"end":354.675},{"sentences":[{"text":"Okay.","start":355.595,"end":356.095,"sentiment":"neutral","sentiment_score":0.2839689254760742},{"text":"Thank you so much.","start":356.155,"end":357.35498,"sentiment":"positive","sentiment_score":0.5800723806023598},{"text":"And in case we got an update, we'll also give you a 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much,","start":365.43295,"end":366.07294,"sentiment":"positive","sentiment_score":0.8335423469543457}],"sentiment":"positive","sentiment_score":0.8335423469543457,"channel":1,"num_words":4,"start":365.43295,"end":366.07294},{"sentences":[{"text":"Talk","start":365.99295,"end":366.23294,"sentiment":"positive","sentiment_score":0.7464587688446045}],"sentiment":"positive","sentiment_score":0.7464587688446045,"channel":0,"num_words":1,"start":365.99295,"end":366.23294},{"sentences":[{"text":"Shannon.","start":366.07294,"end":366.57294,"sentiment":"positive","sentiment_score":0.675812840461731}],"sentiment":"positive","sentiment_score":0.675812840461731,"channel":1,"num_words":1,"start":366.07294,"end":366.57294},{"sentences":[{"text":"to you soon.","start":366.23294,"end":366.87296,"sentiment":"positive","sentiment_score":0.5914808710416158},{"text":"Have a good one.","start":366.87296,"end":367.93295,"sentiment":"positive","sentiment_score":0.681510716676712},{"text":"Bye bye.","start":369.43295,"end":370.17294,"sentiment":"neutral","sentiment_score":0.07994095608592033}],"sentiment":"positive","sentiment_score":0.5178185991115041,"channel":0,"num_words":9,"start":366.23294,"end":370.17294}]},"summary":{"result":"success","short":"The customer is calling about phone forwarding options for their landline VoIP services. The agent explains that they cannot manually change the options and that the customer needs to provide a new phone number. The agent also confirms that the customer's direct phone number will be forwarded to the new representative and promises to follow up with the customer."},"intents":{"segments":[{"text":"This is your account. How may I help you today? I'm good.","start_word":1,"end_word":12,"intents":[{"intent":"Help","confidence_score":0.15409862}]},{"text":"So before we I'm trying to communicate with our admin if what they really want about the redirecting or the phone number forwarding. Mhmm. Yeah.","start_word":110,"end_word":134,"intents":[{"intent":"Redirect calls","confidence_score":0.014101166}]},{"text":"So because we cannot do it manually on ourselves. So I talked to one of your staff there. They they said I have to provide the phone numbers. Mhmm.","start_word":135,"end_word":163,"intents":[{"intent":"Provide phone numbers","confidence_score":0.32003167}]},{"text":"But I they talked to me again, so it's a different scenario again, a different problem to be solved. Because Mhmm.","start_word":167,"end_word":187,"intents":[{"intent":"Solve issue","confidence_score":0.0068030683}]},{"text":"What you are needing to do is you have to rearrange the options for your call forwarding setup from your VoIP or landline services, which is Yeah.","start_word":330,"end_word":356,"intents":[{"intent":"Rearrange options","confidence_score":0.57556}]},{"text":"And then what you are calling us to check if it's doable on your end or on our end? Yep.","start_word":366,"end_word":385,"intents":[{"intent":"Check availability","confidence_score":0.50007343}]},{"text":"And then how many setup numbers she provided, if I may ask?","start_word":450,"end_word":461,"intents":[{"intent":"Provide setup number","confidence_score":0.046112895}]},{"text":"In that way, I can just follow-up with that colleague. I think what the admin team just gave me is just the option one and the option two.","start_word":462,"end_word":489,"intents":[{"intent":"Follow-up with colleague","confidence_score":0.72723985}]},{"text":"They want it to be replaced from a new number so far. Option one.","start_word":491,"end_word":504,"intents":[{"intent":"Provide new number","confidence_score":0.043806415}]},{"text":"May I have the phone number for option 1? Okay.","start_word":585,"end_word":594,"intents":[{"intent":"Provide phone number","confidence_score":0.35326833},{"intent":"Provide phone number","confidence_score":0.029619962},{"intent":"Confirm phone number","confidence_score":0.18952435}]},{"text":"Can you please repeat it for me? Sure.","start_word":615,"end_word":622,"intents":[{"intent":"Repeat number","confidence_score":0.3704969}]},{"text":"So we'll go ahead and communicate this request and inquiries to our tech team. Mhmm.","start_word":637,"end_word":651,"intents":[{"intent":"Communicate requests","confidence_score":0.00030843465}]},{"text":"Is this your direct phone number? Maybe this person needs to call you just to Yeah. confirm Yeah.","start_word":680,"end_word":697,"intents":[{"intent":"Call direct number","confidence_score":0.03733227}]},{"text":"if necessary technical information Yeah. needed. Yes.","start_word":708,"end_word":714,"intents":[{"intent":"Provide technical information","confidence_score":0.19923665}]}]},"sentiments":{"segments":[{"text":"Hi. This is your account.","start_word":0,"end_word":4,"sentiment":"neutral","sentiment_score":0.24324339628219604},{"text":"How may I help you today? I'm good. How are you, Sarah? I'm good. Thanks for asking. How may I help you?","start_word":5,"end_word":26,"sentiment":"positive","sentiment_score":0.4858360290527344},{"text":"I already called this morning to, Mhmm. yeah, one of your staff there, miss I think miss Michelle or Mary. I forgot her name. But my concern is from. Yeah. Mhmm. Oh, okay. I got it. Let me just pull out the account. You're in Belia. Okay. I was able to pull out the account. How may I help you with this? I see Yep. mobile services. Uh-huh. Yes, dear. Okay. May Okay. I have your question in reference So to this? yeah. So before we I'm trying to communicate with our admin if what they really want about the redirecting or the phone number forwarding. Mhmm. Yeah. So because we cannot do it manually on ourselves. So I talked to one of your staff there. They they said I have to provide the phone numbers. Mhmm. Oh, yes. Yeah. But I they talked to me again, so it's a different scenario again, a different problem to be solved. Because Mhmm. I what understand. they want yeah. Because what they want really is from our phone number, which is the 1800, I think I already provided a number here before. Yeah. Mhmm. The 1800. So this is your landline VoIP services. Right? Yeah. Okay. So what they really want because, you know, for when when when you call a number, there's, like, an option also, like, 12, and 3, and 4, Mhmm. I think, 4. So they want that the phone number option 1 will be replaced for a different number and option 2. That will be doable? Or Okay. So may I have your name, please? I'm sorry. Your first name? To who am I speaking with? Bill Frank. Bill Frank. Wilfred. Okay.","start_word":27,"end_word":310,"sentiment":"neutral","sentiment_score":-0.01961102389114004},{"text":"Thank you so much, Wilfred. Nice to have you on the line.","start_word":311,"end_word":322,"sentiment":"positive","sentiment_score":0.6921324133872986},{"text":"So I just wanted to sum up. What you are needing to do is you have to rearrange the options for your call forwarding setup from your VoIP or landline services, which is Yeah. the 1800. Yes. Yes. Yes. Okay. I got it. And then what you are calling us to check if it's doable on your end or on our end? Yep. But we talked to you one of your staff this morning, Mhmm. and then they said if we have to just to provide a number because at the moment, I think your system is not yet ready for us for us here to, you know, to manually change it from our own. So we Mm-mm. have to give you to those numbers. Yeah. Okay. And then how many setup numbers she provided, if I may ask? In that way, I can just follow-up with that colleague. I think what the admin team just gave me is just the option one and the option two. They want it to be replaced from a new number so far. Option one. Option And option two. two. So Yeah. replace to your new number. Yes, please. Okay. And have you already provided this new number to be put into option 1 and option 2? Not yet. Not yet. So I have already my number here so I can get provide it to Okay. I'm taking notes just to make sure. It will be communicated to our tech team and check if they if it's doable on their end. Alright? One moment here. Okay. May I have the phone number for option 1? Okay. The option one is 0432 Mhmm. Mhmm. 299437. Okay. Thank you. And the for option two? It's 0434 Mhmm. 220884. Can you please repeat it for me? Sure. So for option 1043229943 Yes. 7. For option 20434 Yes. 220884. Okay.","start_word":323,"end_word":634,"sentiment":"neutral","sentiment_score":0.006306375400760235},{"text":"Thank you.","start_word":635,"end_word":636,"sentiment":"positive","sentiment_score":0.426228940486908},{"text":"So we'll go ahead and communicate this request and inquiries to our tech team. Mhmm. He's currently offline right now, but rest assured this will be forwarded to that person who handles this account. And then if there's any direct one moment here. Is this your direct phone number? Maybe this person needs to call you just to Yeah. confirm Yeah. everything will Yep. take into place Yes. or Yes. Yes. if necessary technical information Yeah. needed. Yes. Okay. So 99 Billfred. Right? Yes. Okay.","start_word":637,"end_word":721,"sentiment":"neutral","sentiment_score":0.03926058113574982},{"text":"Thank you so much.","start_word":722,"end_word":725,"sentiment":"positive","sentiment_score":0.6572432518005371},{"text":"And in case we got an update, we'll also give you a call. Okay? Okay.","start_word":726,"end_word":740,"sentiment":"neutral","sentiment_score":0.10723283141851424},{"text":"Thank you so much. You're welcome. Thank you so much, Talk Shannon. to you soon. Have a good one.","start_word":741,"end_word":759,"sentiment":"positive","sentiment_score":0.734324038028717},{"text":"Bye bye.","start_word":760,"end_word":761,"sentiment":"neutral","sentiment_score":0.325597882270813}],"average":{"sentiment":"neutral","sentiment_score":0.05552913192519568}}}}